Rolf C. Hagen Inc. Avis 7

I ordered a Fluval UI filter as an upgrade to my 40L tank filter. The UI was advertised to include biological media, as per Fluval's own website, and on Amazon.de, where I purchased it;
'BIOMAX biological media included.'

When it arrived it had no such biological media. Just a regular white foam sponge.
So I emailed Fluval, to give them an opportunity to put things right. I asked that they send me out the biological filter media, as advertised.
UK customer service replied by saying the UI filter is only supplied with a sponge. And that the beneficial bacteria will colonise in this. I already know that bacteria will colonise on the sponge, or on any other surface in the aquarium. Which is why I ordered a filter advertised to include biological filter media!
Because this is more beneficial than just a sponge.
So Fluval not only fobbed me off after their false advertising, ( and I even attached a screenshot of the description on Amazon) they did not even acknowledge their own shortcomings.
I believed I was ordering a compact filter with biological media included for my tank.
The arrogance of their customer service is a disgrace.

I went back to edit this review to give it only 1 star. I had 2 stars but thinking about it why would I put 2 stars or even 1 star.
If there were a 0 stars option, these people would get it.

Unbelievably great customer service.
Lost a very small part to the top of fountain pump.
Spoke to Johnathan, extremely helpful, great employee, despatched part. Fabulous service, couldn’t ask for more.
Well done !!! What a joy to deal with - would most definitely recommend this company.

I think the cats like the food but after opening up the bag two times the velcro doesn't work it sticks to other side and now the food is drying out I got to wrap it up and I guess the quality is gone down the prices went up? Customer 1-800 no help maybe I'll try another brand cuz there's lots of choose from I thought this one was a good quality company using good quality materials?

Writing a proor review aimed at Exo-terra and Fluval after having .y most recent build leak and customer service just giving me simple copy and paste responses and no actual advice meaning I've not just 1500 on a broken bioactive paludarium but they regularly used chipped glass in their bottom panel and cover it with very poor quality silicone. Just simply do search about Exo-terra or Fluval tanks leaking and you will see they've had an issue with quality control for a long time and should not be send tanks out in this state.

My experience relates to the UK division of Rolf C Hagen. The customer services technical advisor that I contact went out of his way to source me a part for a Laguna filtration system that I have and delivered it to me free of charge. Really was a bonus and totally unexpected nowadays.

Waste of money and not fit-for-purpose.

The Catit Vespa High Base is not cheap at $199 CAD but looks very attractive and you would think from the description and marketing that it would stand up well to normal use, but that is certainly not the case. Within 3 months the tall scratching post and hanging toy disintegrated.

When I contacted Hagen about this they initially suggested that it was out of warranty and that I could buy replacement posts ($15.99 + $13.99). Of course this was not acceptable and I pushed for a better remedy. They eventually agreed to send me the replacement posts free of charge (no hanging toy) but then sent the wrong posts and had to resend the right parts. Here we are just a month later and the replacement posts are starting to disintegrate again. I contacted Hagen once again but they failed to respond this time.

The customer service from this company is very poor, they seem geared up to sell lots of replacement parts and care less about the quality of the product. I pointed out the obvious - that the scratching post material was too thin and not affixed properly - they did not reply.

If you do decide to give this product a go and hope to have reasonable use from it for a few years, then you should budget to spend $199 initially and a further $150 every year just to keep it performing the way they describe it should. Luckily for me, I bought it from Costco - so I will be returning it for a full refund.

Very very poor customer services. They lead you up the garden path and when challenge them numerous time they admit they don't have stock.
I will ensure that i will not buy their products again.